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Making a Complaint, Compliment or Suggestion

Sometimes our services may not meet your expectations or requirements. When this happens we would like you to tell us about it, so that we know what is going wrong or right with our services. We will then try to resolve the problem or take the compliments on board for future progress. Our complaints procedure is easy accessible and allows speedy handling, with set time limits.

A full investigation will be carried out which will address all points raised in your complaint and a full effective response will be provided. All complaints will be dealt with in a confidential manner.

How do I make a Complaint, Compliment or a Suggestion?

You can tell us in person at the shop, by phone, by letter, by e-mail or by using our online form.

Complaints

We aim to provide excellent services to fully meet the needs of all of our tenants, as well as anyone else who may be affected by the things we do as an organisation. Despite our best efforts, there may be times when you are disatisfied about the service or information you have received and you may wish to make a complaint.

A complaint should usually be made within 28 days of its cause and we will deal with on the day we receive it. We will acknowledge receipt within three working days and aim to formally respond to your complaint within ten working days.

If you make a complaint, we will make every effort to reach a satisfactory resolution for you at the first point of contact with Cestria Community Housing. However, if you feel that your complaint has not been resolved at this point, then please telephone us or arrange an appointment with your housing officer who will take details of your complaint. It will then be passed to the right person to deal with the issues raised.

How will my complaint be dealt with?

If your complaint cannot be resolved at the first point of contact, the following procedure will be followed:

Stage One -Service Manager: If the complaint cannot be resolved by our frontline staff then the complainant can request that the matter be referred to the relevant Service Manager.
Stage Two - Director: If the complaint cannot be resolved at Stage One, then the complainant can request that the matter is referred to the relevant Director.
Stage Three - Board Review: If the complaint cannot be resolved at Stage Two, then the complainant can request that the matter is referred for a 'Board Review'.

Is there anyone I can turn to if I'm not happy?

If you feel any stage of your complaint that you need to take legal advice, you should contact your local Citizen's Advice Bureau, law centre or a solicitor.

If you are still unhappy with the response that Cestria has provided after you have gone through all of the above stages, you can contact the Housing Ombudsman who will investigate claims made against Housing Associations.

Compliments

Compliments are important to us as they show where we are getting things right and recognise the hard work of people working to provide excellent services for you at Cestria Community Housing.

What happens with a compliment?

Any compliments we receive are shared with the officers or teams that have received the compliment and recognition is given by the managers responsible for the service.

Comments

Comments provide us with valuable input from our tenants. They can give us new ideas to improve services and show where we are getting things right so that we can share good practice with others.

What happens with any comments?

Any comments we receive are given to the manager responsible for the service and we will let you know if any changes have been made as a result of your comment.